Montcalm East
United by timeless style and peerless service, Montcalm
Collection is London’s compendium of luxury hotels. Housed in elegant Georgian
townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped
skyscraper, each hotel reveals a different chapter in the city’s story. The
hotels in the collection include a storied city-slicker, housed in the former
headquarters of the Royal Mail: Montcalm Royal London House. A property with a
bold new perspective at Montcalm East, part of Marriott’s Autograph Collection.
And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street
and Inhabit, Queen’s Gardens, both part of Design Hotels.
Montcalm East, an Autograph Collection Hotel, with
pioneering architecture and a bold approach to life, the hotel reflects the
creative spirit of its Shoreditch setting. With a prime position on City Road
in East London, where arty Shoreditch meets progressive Silicon Roundabout. Old
Street Tube station is just a few steps away.
Overview
The Guest Experience Executive is the face of Montcalm
Collection’s personalized service, ensuring that every guest feels welcomed,
valued, and cared for throughout their stay.
Supporting the Guest Experience Manager, this role
focuses on anticipating guest needs, curating memorable experiences, and
ensuring seamless communication between guests and all hotel departments. With
a warm, professional approach, the Guest Experience Executive contributes
directly to guest satisfaction, loyalty, and the hotel’s reputation for
excellence.
Key Responsibilities
·Welcome and assist guests on arrival, ensuring
a seamless check-in experience.
·Provide personalised service, anticipating
needs and recognising repeat guests.
·Coordinate with departments to fulfil guest
requests and preferences.
·Handle guest queries, feedback, and complaints
promptly and courteously.
·Assist with pre-arrival communication and
preparation for VIPs and special occasions.
·Maintain accurate and detailed guest profiles
within the PMS.
·Support the Guest Experience Manager in
delivering service excellence across all touchpoints.
·Promote hotel facilities, local attractions,
and unique experiences.
·Ensure all guest interactions reflect Montcalm
Collection’s luxury brand standards.
This
job description sets out the main responsibilities related to the role at
Montcalm Collection. It is not intended to be exhaustive, and duties may be
varied from time to time as required by management to meet the needs of the
business.
Skills & Qualifications
·Previous experience in guest relations, front
office, or luxury hospitality.
·Strong knowledge of hotel operations and guest
service standards.
·Proficiency in hotel management systems (e.g.,
Opera PMS).
·Fluency in English; additional languages are
highly desirable.
Working Condition
·Flexible schedule including evenings, weekends,
and public holidays.
·Regular interaction with guests in public areas
of the hotel.
·Periods of standing and walking required.
Benefits
* Competitive salary.
* A supportive, empowering team environment.
* Benefits platform with various discounts.
* 28 holidays including eight bank holidays, with more holidays after two-year service.
* Cash-back health benefits, including optical, dental, chiropractor and physio services.
* Discounted gym membership.
* Access to Wellbeing platform and sessions, including EAP.
* Awards and Recognition Programme.
* Annual parties.
* Regular and ongoing training and development, including leadership workshops.
* Enjoy a paid day off to celebrate your birthday – because your special day matters!
Eligibility
Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.
Equal Opportunity Employer
At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.
Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.
Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.
Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.